We’ve all got our opinions and we all feel that we’re sometimes experts in fields that we might appear to know little about. However, we are all customers of someone. That probably places us as expert customers?
So why is it we’re increasingly seeing declining customer service satisfaction, and increasing numbers of customer complaints?
Is it because we have more opportunity to be more vocal and by publicly complaining via social channels. And given that they are emotional experiences, often it moves other people to join in and stoke the fires with their own similar hideous experiences?
It’s all about expectation.
We are rapidly accelerating into a society of immediate gratification, reducing our levels of patience, such that even microwaves appear slow these days.
Pair this up with businesses constantly looking to do more with less, and it’s a ticking time bomb.
This need not be the case, with a higher degree of awareness within the servicing company, in understanding exactly what the customer experience is for their customers. Additionally, we’re an increasingly digital population and many businesses still struggle on their journey to a blend of digital and analogue services.
So what is the answer?
You might be surprised to hear me say that this is not necessarily about technology! However, it’s more to do with how the technology is brought into play and in what scenarios. But ultimately it’s about the people and process and creating much more personalised experiences for your customers.
I’m here to help, so let me know if this resonates and I can help you and drop me a line ⬇️
I have been around a while and seen some stuff for sure. I have experienced some good bad, indifferent and some downright fabulous.
I am still hugely motivated to get up every day and be curious. I love tech and business and most of all dogs oh and people are ok too ;-)
Having been in sales most of my working life I have a real interest in the art and science and am a committed lifelong learner - constantly frustrating my kids with my stock phrase "every day is a school day"
Personally, I’m a husband to one, and father to five amazing children (three of them are no longer children, but independent adults) and my golden lab – Archie, who is always pleased to see me.
I was blessed with becoming a Granddad in February 2021 (a very proud and somewhat besotted one) and another grandson arrived in October 2022 to keep their parents busy and for me to spoil.
I am also a mad keen lover of the oval ball game and a lifelong supporter of Leicester Tigers. As an Englishman, that's therefore England at a national level and the British and Irish Lions.
If I can be of service in any way including any area of developing a channel sales and support business or ecosystem partnerships, and or sales coaching or development, you can find me at the link below, and contact me via the form also.
One of my favourite "quotes" is
Life's journey is not to arrive at the grave safely in a well-preserved body. But rather to skid in sideways, totally worn out, with a beer in one hand, shouting "Whoo, what a ride!!"
Views here are 100% my own. https://grahambunting.com/findme/
View all posts by Graham Bunting